If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently

Lee, Fred

ISBN 10: 0974386006 / ISBN 13: 9780974386003

Editore: Health Administration Press, 2004

May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Codice articolo G0974386006I4N00

Riassunto:

Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitalsboth provide an experience, not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees.

The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 ½ principles that will help hospitals gain the competitive advantage that comes from being seen as the best by their own employees, consumers, and community.

Informazioni sull?autore: Previously, Fred Lee has been both a senior vice president of a major medical center and a cast member at Disney University. Disney recruited him because of his expertise in helping hospitals achieve a culture that inspires patients and employee loyalty. At Disney, he helped to adapt and facilitate Disney&;s approach to quality service and to develop its newest seminar on customer loyalty.

Dati bibliografici

Titolo: If Disney Ran Your Hospital: 9 1/2 Things ...
Casa editrice: Health Administration Press
Data di pubblicazione: 2004
Legatura: Hardcover
Condizione: Very Good
Condizione sovraccoperta: No Jacket